It's So Obvious (IJA 10-16-18) Flashcards
What are the 4 ways to obtain customer approval?
Text
Email
Verbal
eSignature
On the CSG Summary screen, what tabs are available for the “Offers/Products for Account” section?
Current
Offer Upsells
Product Upsells
Name 3 new NBC fall shows?
I Feel Bad, New Amsterdam, & Manifest
What is the name of NBC’s new concert airing on October 29, 2018?
“A Very Wicked Halloween: Celebrating 15 Years on Broadway”
Name of international broadcasting company that Comcast recently purchased?
Sky plc
On the CSG lookup screen, what are the 4 categories of lookup?
Customer Care
Location
Equipment
All
What is the last resort for an approval without customer input in csg?
Supervisor Override
What option can the customer push to stop the automated IVR for Customer Approval?
9
When looking at the main page of the STARS tool, what are the three dropdown options?
Tools
Reports
Documents
What is the name of the tool used for adding customer owned devices and what does it stand for?
SMIT
Simple Modem Initialization Tool
What does the ER in EROne stand for?
Escalation Resolution
On the customer-facing site, what are the 6 icons on the top right of the main page and what do they mean?
Envelope - Email Television - Xfinity Stream House - Xfinity Home WiFi Symbol - Xfinity xFi Telephone - Voice Cell phone - Xfinity Mobile
What is the URL of the Xfinity site?
https://my.xfinity.com
Once logged into the My Account portal on the site, what are the 6 options listed across the top in the blue bar?
Overview Billing Services Users Devices Settings
List the 4. options across top left of my.xfinity.com home page
- My Xfinity 2.Shop/Upgrade
3. Support 4.My Account
When on my.xfinity.com, what are the 4 options under Help & Support?
Recommended Articles
Quick Links
Topics
Contact Us
What is the name of the company with whom Xfinity has partnered to offer home insurance?
Hippo
On xfinity.com/support, what are the options under
“Didn’t find what you were looking for?”
Talk to an Agent ,Chat with an Agent, Visit an Xfinity Store
What are Our Help Communities on xfinity.com/support?
Facebook,Twitter, Forums, Reddit
Name xfinity.com Support Site Languages
English / Spanish
What is the website and earning breakdown for customers who influence their family and friends to choose Xfinity?
referafriend.xfinity.com
$100 for 1st friend, $200 for 2nd friend, $200 for 3rd friend in a year.
What are the eight core behaviors in S4X?
Be Warm and Friendly Own It Show Appreciation Make it Effortless Listen Actively and Respond Appropriately Discover Needs Be an Xfinity Ambassador Set Clear Expectations
What are the 4 categories of S4X scoring and their point values?
Exceptionally Demonstrates - 10
Effectively Demonstrates - 8
Partially Demonstrates - 5
Did Not Demonstrate - 0
S4X quality evaluations for agents will consist of what 2 components?
Their behavior score and their Business Process Accuracy (BPA)
What are the 6 Business Process Item Elements in S4x?
Account Notation Authentication Customer Approval Customer Interaction Policy Risk Management Transaction Accuracy and Tool Effectiveness
What year was “System Refresh” enabled on X1?
2016
Online community platform that Xfinity customers and other consumers can use to discuss service issue resolutions?
What are the 4 S’s in S4?
Start
Solve
Sell
Summarize
What 2 communication options does a customer have available to them to reset their password for their username?
Preferred email and Mobile number
What are the KPI’s on your scorecard
FCR S4X TSR VOC XFR CPPH ITG ADH
What are the KPI’s that are factored into your composite?
FCR S4X TSR VOC XFR
The composite score is made up of 5 KPI’s, each weighted at ____%
20%
What is the URL for the Comcast intranet site?
www.comcastnow.com
What are the 3 subcategories of the main menu on the Comcast intranet site?
Working At Comcast
Our Company
Resources
What is the software that powers the C.O.A.C.H. tool?
MuleSoft powered by Mule
How many self service categories are on the intranet site?
9 (Job Search, myBenefits, myLearning, Personal Overview, Personal Overview, Performance Review, Pay Statement, Paid Time Off Statement, Time Off History, Time Entry)
What are the 5 levels of scoring for KPI performance evaluation?
Exceptional Highly Effective Achieves Expectations Needs Improvement Unacceptable
What does acronym C.O.A.C.H. represent?
Customized, Ongoing, Actionable, Coaching for High Performance
What is the name of the series that highlights the top stories from this week’s Genius in your Inbox?
Genius Television
What is the name of the On Demand content that offers a collection of premium action sports films, including the highest quality snowboarding, skiing, skateboarding and surfing films available?
Echoboom Sports
What does CC WoW stand for?
Call Center Without Walls
How long does a customer have before pressing one to confirm there order on a verbal approval before it cancels the process?
3 mins
When placing on hold, when should you check in with the customer?
Every 60 sec ( 1 Min.)
In the CTI tool, what 2 options you have to choose before you transfer the customer?
Warm or cold Transfer
In the CTI tool, what 2 options must you choose to bring up an market for the area you are going to transfer the customer too?
Zip or account #
What button must the customer push to approve there order on a verbal consent?
1
What button do you push to conference the customer into the verbal approval process?
(*) Star Key
At about ____ if no button is pressed the system will state it did not receive an input
1 Min.
